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PMP Exam Prep > Communication Management > Flashcards

Communication Management Flashcards

1
Q

What is communication?

A

Communication = exchange of information - intended or involuntary

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2
Q

What are we communicating?

A

Ideas, Instructions, Emotions

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3
Q

Sender - receiver model

Components

A

Transferring information from one person to another (one place to another) in a way the intended message is not lost.

Sender should ask for feedback from the receiver how message was understood. If message was not properly understood, this back and forth comms need to continue until the receiver understands the message correctly. This is sender receiver model.

Components of S / R model: Sender, Receiver, Encode, Decode, Noise, Feedback, Message, Medium

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4
Q

Barriers in communication

A
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5
Q

5Cs of written communication, meaning

A

Meaning: to reduce misunderstandings we deliver the message conforming to 5 C.

5Cs are also supported by good comms skills.

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6
Q

Name some communication skills

A
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7
Q

When is communication effective?

A
  • Have clear purpose of why we are sending info
  • understanding receiver as much as possible, meeting his needs
  • Monitoring & measuring effectiveness of comms
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8
Q

Challenges / Trends / Emerging practices in communications mngt

A
  • include S in project reviews
  • include S in project meetings
  • increased use of social computing
  • multidimensional approach to comms
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9
Q

Communications mngt processes (3)

A
  • Plan communications management
  • Manage communications
  • Monitor commuications
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10
Q

What do we need before we can start planning for communications?

A

Stakeholder identification needs to be done in Identify stakegolder process

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11
Q

Effective listening

A
  • Repeating what was said/giving feedback
  • Asking for Clarification
  • Watching for non-verbal clues or Body language
  • Maintaining eye contact
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12
Q

When planning for communication, what all do we need to consider?

A
  • Who needs what information and when?
  • What format?
  • What is the frequency?
  • What method and which technology to use?
  • Which language should it be sent?
  • No. of channels of comms?
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13
Q

Types of communication?

A
  • Internal/External
  • Formal / informal
  • Oral / Written
  • Gestures / choice of words
  • In person / Virtual / via Media
  • Upward / Downward / Horizontal (hierarchical)
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14
Q

Plan communications management - inputs

A

Project documents

  • stakeholder register - identified + prioritized stakeholders, who needs what when in what format.
  • requirements docs - Can have info on comms requirements w/ client, customers

Project management plan -

  • Resource mngt plan - comms requirements re team members, vendors
  • Stakeholder engagement plan - prioritization and ranking
  • EEF - organizational structure, cultural differences, language

established methods of comms

  • OPA - templates, lessons learned re comms
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15
Q

Plan communications management - OUTPUTS

A
  1. Communications management plan
  2. Project mngt plan updates
  3. Project documents updates
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16
Q

What info can you find in communications managment plan?

A
  • Communication needs of stakeholders
  • All the methods and technologies that would be used for communication
  • What information would be sent in which format and in what frequency and to whom?
  • Who would be responsible to send out which kind of information?
  • Stakeholder groups and their individual priorities vis-à-vis project information and frequency
  • How the communication would be recorded and stored and how they would be retrieved or referenced. Escalation and various approval processes
  • Glossary and definitions of technical terms and acronyms being used
  • Change process for altering or updating the communication plan itself.
17
Q

Plan communication management

TOOLS & TECHNIQUES

A
  1. Expert judgment
  2. Comms requirements analysis
  3. Communication methods
  4. Communication models
  5. Communication technology
  6. Interpersonal team skills
  7. Meetings
18
Q

Plan communication management

TOOLS & TECHNIQUES

Comms requirements analysis

A

An analytical technique to determine the information needs of the project stakeholders.

Input “Stakeholder Register”
analyzing which stakeholder needs what kind of information and in which format as well as the frequency (periodicity) of the transmission of that information.
This analysis also understands which kind of information, if not transmitted to specific stakeholders, would lead to project failure.
We take stakeholder register and analyze who needs what information at what time, how often and in what way.
Which information would cause project failure if we don’t deliver it to stakeholders

19
Q

Plan communication management

TOOLS & TECHNIQUES

Communication methods

A

Interactive communication -
two or more participants in a real-time interaction of exchanging, understanding and clarifying messages and information.
the best method in reducing noise.
Ex: face-to-face communication, video conferencing, audio conference, meetings, instant messages, casual conversations

Push communication
sender send information to the receiver, no feedback loop
Ex: Memos, telex, telegrams, e-Mails, snail mails, Couriers

Pull communication
information seeker searches and retrieves information that may have been kept by someone at a different period of time.
onus of receiving communication in on the receiver.
Ex: Notice boards, websites, virtual repositories kept on servers, physical files kept in a library or a file cabinet, white papers published

20
Q

Plan communication management

TOOLS & TECHNIQUES

Communication models

A
  • Sender / receiver model
  • Shannon and Weaver Model,
  • Schramm Model,
  • Constructionist Model and
  • Liner Model
21
Q

Plan communication management

TOOLS & TECHNIQUES

Communication technology

A
  • Face-to-face
  • Video, audio conference
  • Regular mail, email, courier
  • Instant messaging
  • Social media
  • Fax/telex/telegram
22
Q

Plan communication management

TOOLS & TECHNIQUES

Interpersonal team skills

A
  • Communication styles analysis
  • Cultural awareness
  • Political awareness - finding power centers (who has deciding power) and choosing appropriate comms methods
23
Q

Manage Communications

What is the process about?

A
  • executing the Communications Management Plan
  • taking care of the “Ad Hoc” requests for project information by stakeholders.
24
Q

Manage Communications

% of transmitted communications

A
  1. Face-to-face 98%
  2. Phone 45%
  3. Emails 7%
  4. Non-verbal 93% (100-7%)
25
Q

Manage Communication

INPUTS

A

Project mngt plan

Project documents

Work performance report (@integration - MC project work)

EEF

OPA

26
Q

Manage Communication

INPUTS - Which PMP?

A
  • Communications Management Plan (which is what is going to be executed in this process),
  • Resource Management Plan
  • Stakeholder Engagement Plan
27
Q

Manage Communication

INPUTS - Which Project documents?

A
  • Change Log (approved or rejected change requests and that would need to be communicated to the affected stakeholders)
  • Issue log (status of the various issues logged at any given point of time. The stakeholders would need to be appraised about the situation of the issues and their status)
  • Lessons learned
  • Quality report (information that would need to be communicated to a specific set of affected stakeholders or those who could contribute towards quality)
  • Risk report (information about risks, sources of risks, critical risks and responses for the risks and these would need to be communicated to the appropriate stakeholders)
  • Stakeholder register (groups of stakeholders with their relative priority and their communication needs and this is what would be used in this process to communicate the relevant information to them. Who gets what information in what frequency would be dependent on the Communications Management Plan and this Stakeholder Register)
28
Q

Manage Communication

Tools & techniques

A
  • Comms technology
  • Comms methods
  • Comms skills (feedback, comms competence, non-verbal comms, presentations)
  • PMIS (system (automated or manual or a combination of both) which facilitates the storage, organization, and retrieval of Information.

tools/systems: Cloud-based, server-based, traditional filing based corporate libraries, social media platforms )

  • Project reporting (Collecting WPR and converting them to different reports for different stakeholders)
  • Interpersonal and team skills (active listening, conflict mngt, cultural awareness, networking, political awareness)
  • Meetings
29
Q

Manage Communication

OUTPUTS

A
  1. Project communications
  2. PMP updates (Communications & Stakeholder Mngt Plan)
  3. PD updates (Issue log, Stakeholder register)
  4. OPA updates (time sheets, comms templates, organizational records)
30
Q

Manage Communication

OUTPUTS - Project communications

A

Collection of all project information, reports, email etc being delivered to various stakeholders as per comms plan

+ serving all ad hoc info request

31
Q

Manage Communication

OUTPUTS - Project communications

Connections

A
  1. Integration (Direct and manage project work, Close project or phase)
  2. Comms (monitor comms)
  3. Stakeholders (Monitor stakeholder engagement)

PMP Exam Prep (6 decks)

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